Case Study: Equinox decreases customer service caseload by 18% with Onward

How Equinox decreased customer service caseload by 18% using Onward’s self-serve platform

Equinox, a luxury fitness and lifestyle brand, faced a challenge in managing a growing influx of customer claims related to lost, stolen, or damaged packages. Their lean retail team was overburdened, and they needed a comprehensive post-purchase solution to reduce the caseload and protect their margins without sacrificing customer experience. They partnered with Onward to implement its self-serve platform and comprehensive package protection.

Onward’s solution provided a self-serve portal for customers to quickly submit claims, which were often resolved within 15 minutes. The service included shipping protection and a 90-day satisfaction guarantee, removing the financial and administrative burden from Equinox. This resulted in an 18% reduction in customer service caseload and over a $50k annual financial impact. Onward also drove revenue growth for the customer through CashBack incentives, which increased monthly revenue by over $3,000.

Equinox

Becca Briggs

Senior Retail Director